Mastering Patient Complaints

'I understand how you feel. Let me listen to your concerns and see if we can resolve the issue together.' (correct)

'I'm not the right person to talk to. You should speak to the ward manager.'

'I'm sure the nurses are doing their best. There's no need to make a complaint.'

'I'm sorry you feel that way. But making a complaint won't change anything.'

Dismiss their concerns and advise them not to complain.

Tell them that you are too busy to talk and ask them to come back later.

Tell them that their relative is receiving the best care possible.

Listen to their concerns attentively and offer to help resolve the issue. (correct)

Agree with them and encourage them to make the complaint.

Ignore their request and hope that they change their mind.

Tell them that it is not necessary and try to persuade them to change their mind.

Explain the complaints procedure and offer to assist them in making the complaint. (correct)